Table of Contents
- Understanding the Role of ServiceNow Developers
- Gentle Introduction to AI Agents in ServiceNow
- Step-by-Step Developer Guide – Building a Simple AI Agent in ServiceNow
- ServiceNow Development Best Practices (2025 Edition)
- Job Availability and Career Path for ServiceNow Developers
- Frequently Asked Questions (FAQs)
- Conclusion
ServiceNow has become the backbone of enterprise workflows, with over 7,700 global customers and a 98% renewal rate (source: ServiceNow annual report). But behind this success are the ServiceNow developers who design, customize, and build solutions that actually make the platform work for business needs.
Yet, many blogs and resources focus only on the product capabilities and forget the people who shape it: the developers. Without them, ServiceNow would remain a generic platform. With them, it becomes a powerful tool that automates complex business processes, integrates with third-party systems, and now even supports AI-driven agents.
In this blog, we’ll provide a step-by-step developer guide, explore ServiceNow development best practices, introduce AI agent development in simple terms, and walk through a real-world use case with additional scenarios for inspiration.
Understanding the Role of ServiceNow Developers
A ServiceNow developer does far more than just write scripts. They :-
- Configure workflows for IT, HR, and customer service.
- Use ServiceNow scripting (server-side and client-side) to extend platform logic.
- Integrate with external systems through APIs.
- Ensure applications are upgrade-safe.
- Collaborate with admins, architects, and business users to design scalable solutions.
Quick Note – ServiceNow developers often balance configuration vs. customization. Configurations are easier to upgrade, while heavy customizations may break during platform updates.
Gentle Introduction to AI Agents in ServiceNow
Before diving into the technical guide, let’s quickly look at AI agents. AI agents in ServiceNow are automated virtual entities that perform tasks on behalf of users.
For example :-
- Handling common IT tickets automatically.
- Proactively suggesting resolutions based on past incidents.
- Connecting workflows across HR, IT, and finance.
For developers, this means new opportunities: building AI-assisted workflows, scripting logic for escalations, and integrating Agentic AI capabilities with traditional ServiceNow apps.
Step-by-Step Developer Guide – Building a Simple AI Agent in ServiceNow
Step 1 : - Define the Workflow Requirement
Business need :- Auto-approve license requests if the request meets compliance rules (e.g., under budget, from verified users).
Quick Tip :- Always document business logic first, this prevents unnecessary rework later.
Step 2 : - Create the Catalog Item
- Navigate to Service Catalog > Create New.
- Add required fields: software name, number of licenses, requester details.
Step 3 : - Write a Business Rule with ServiceNow Scripting
(function executeRule(current, previous /*null when async*/) {
var gr = new GlideRecord(‘u_license_rules’);
gr.addQuery(‘software_name’, current.u_software);
gr.query();
if (gr.next()) {
if (current.u_requested_count <= gr.u_max_limit) {
current.setValue(‘approval’, ‘Approved’);
}
}
})(current, previous);
Quick Note :- Use gs.info() for debugging instead of gs.log() when testing in dev.
Step 4 : - Add AI Agent Logic
With AI Search and Agentic AI features enabled in the Washington release, configure :-
- AI agent to validate request context (e.g., budget, department).
- Fallback escalation if the rule fails.
Step 5 : - Test with ATF (Automated Test Framework)
- Create a test suite to ensure requests get approved correctly.
- Run regression tests after every update.
Pro Tip :- Use Scoped Applications to keep customizations isolated and upgrade-safe.
More Real-World Use Cases for AI Agents in ServiceNow
| Use Case | Developer Action | Value Delivered |
|---|---|---|
| Incident Auto-Categorization | Script AI agent to classify incidents using keywords. | Reduces triage time by 40%. |
| Password Reset Automation | Configure agent to reset via integration with Active Directory. | Cuts helpdesk calls by 30%. |
| Change Request Validation | AI agent checks change risk based on past incidents. | Improves change success rates. |
| Onboarding Workflow | Build agent that auto-creates HR + IT tasks for new hires. | Delivers consistent onboarding. |
ServiceNow Development Best Practices (2025 Edition)
- Use GlideAjax for Client-Server Calls
- Keeps client scripts lightweight.
- Prevents excessive server-side processing.
- Stick to Upgrade-Safe Development
- Prefer configurations (UI Policies, Business Rules) over custom scripts.
- Use Scoped Applications.
- Leverage DevOps and CI/CD
- Automate deployments via the ServiceNow DevOps plugin.
- Integrate with GitHub/Jenkins pipelines.
- Debug Efficiently
- Use Script Debugger and Background Scripts.
- Add gs.info() logs for clarity.
- Document Everything
- Maintain inline comments in ServiceNow scripting.
- Version control customizations for clarity.
Quick Note :- Good documentation saves hours when debugging in production.
Job Availability and Career Path for ServiceNow Developers
Why the Demand is Growing
- AI-Driven Workflows: With the introduction of AI agents, businesses need developers who understand both scripting and AI configuration.
- Cloud-First IT Strategy: Most enterprises are moving away from legacy IT systems, creating migration and modernization projects for ServiceNow developers.
- Industry-Specific Solutions: Banking, telecom, and healthcare are rapidly adopting ServiceNow solutions tailored to compliance-heavy industries.
Industries Hiring ServiceNow Developers
| Industry | Type of Roles Available | Example Needs |
|---|---|---|
| Banking & Financial Services | ITSM Developers, Workflow Specialists | Regulatory-compliant CMDB, AI incident triage |
| Healthcare | ServiceNow Developers, App Engine Developers | License management, automated onboarding |
| Telecom & Media | Integration Developers | API-driven customer portals, TSM solutions |
| Manufacturing | Developer-Admins | Asset management, IoT integrations |
Quick Note :- ServiceNow’s Telecommunications Service Management (TSM) and Healthcare Service Management modules are creating niche job roles in 2025.
Career Path for ServiceNow Developers
- Entry-Level Developer (Fresher)
- Focus areas :- Service Catalog, client scripts, and GlideRecord basics.
- Typical titles :- ServiceNow Junior Developer, Associate Engineer.
- Salary :- $65k–$85k in the US | ₹6–10 LPA in India.
- Mid-Level Developer
- Skills :- REST/SOAP integrations, Scoped Applications, CI/CD pipelines.
- Titles :- ServiceNow Developer, Technical Consultant.
- Salary :- $90k–$120k in the US | ₹12–20 LPA in India.
- Senior Developer / Architect
- Skills :- AI agent design, enterprise integrations, large-scale architecture.
- Titles :- ServiceNow Solution Architect, Lead Developer.
- Salary :- $130k–$160k in the US | ₹22–35 LPA in India.
Future Trends in Job Market
- AI & Automation Skills Will Be Crucial → Developers who can build and manage AI agents will stand out.
- Hybrid Roles → Expect cross-functional positions where developers also act as business analysts
- Global Remote Hiring → Many ServiceNow projects are now remote-friendly, opening opportunities for developers worldwide.
Skill Gaps Employers Are Looking to Fill
- Proficiency in ServiceNow App Engine Studio (low-code + pro-code).
- Strong understanding of ServiceNow scripting best practices.
- Experience with DevOps pipelines and Automated Test Framework (ATF).
- Knowledge of compliance-heavy industries like BFSI and healthcare.
Pro Tip – Developers who engage with the ServiceNow Developer Community, maintain a strong GitHub presence, and pursue certifications like CAD, CIS, and CTA are much more likely to secure top-paying jobs.
Also Reads :-
Frequently Asked Questions (FAQs)
1. What skills do ServiceNow developers need in 2025?
Strong JavaScript knowledge, Glide API expertise, integration skills, and familiarity with AI/ML features in the Washington release.
2. How do ServiceNow developers ensure upgrade safety?
By using scoped applications, minimizing hard-coded values, leveraging configurations first, and testing with ATF.
3. Can ServiceNow developers build AI agents without deep AI knowledge?
Yes. ServiceNow’s platform abstracts much of the AI complexity. Developers mainly configure workflows, define rules, and integrate AI agent actions with existing business processes.
Conclusion
ServiceNow developers are at the heart of digital transformation. From writing efficient ServiceNow scripting to configuring AI agents to ensuring upgrade-safe development, they carry the platform’s innovation forward.
Our example use case, software license auto-approval workflow, shows how developers can practically implement AI agents today. And as more workflows adopt automation, their role becomes even more critical.
LMTEQ is a Preferred Consulting and Implementation Partner with specialization in AI solutions. If your business wants to empower ServiceNow developers and unlock the full potential of AI agents, reach out to us today.